Brianna McMillan
Houston
Summary
Dedicated and customer-focused professional with over 8 years of experience supporting patients, members, and clients in fast-paced healthcare and insurance environments. Recognized for delivering exceptional customer service, resolving complex issues with professionalism and empathy, and maintaining accuracy while navigating multiple systems in high-volume remote settings. Proven ability to build positive relationships, adapt quickly to new systems, and contribute to team success. Seeking a long-term opportunity with an organization that values accountability, growth, and an outstanding customer experience.
Overview
10
10
years of professional experience
Work History
Radiology Scheduler
TEKSYSTEMS
Houston, TX
07.2025 - Current
- Coordinate high-volume radiology scheduling across multiple hospital systems, ensuring timely and accurate appointment placement.
- Verify insurance eligibility, benefits, and prior authorization requirements to minimize scheduling delays.
- Communicate with patients, providers, and clinical staff to coordinate appointments and resolve scheduling concerns.
- Maintain accurate documentation within electronic health record systems while adhering to HIPAA and organizational standards.
- Document customer interactions thoroughly to support accurate case management and timely issue resolution.
Member Care Advocate
CONCENTRIX
Houston, TX
04.2025 - 06.2025
- Serve as the first point of contact for members regarding benefits, claims, coverage, billing, and account inquiries.
- Resolve complex member concerns through active listening, research, and collaboration while delivering a positive customer experience.
- Manage a high volume of inbound calls while maintaining quality, accuracy, and compliance with company and HIPAA standards.
- Maintain accurate documentation across multiple systems to ensure continuity of care.
Patient Access Coordinator/IT Technical Support Specialist
ENVERA HEALTH
Houston, TX
07.2023 - 09.2024
- Coordinate appointment scheduling, patient access, and service requests within a high-volume healthcare call center.
- Assist patients with scheduling inquiries while maintaining confidentiality and HIPAA compliance.
- Resolve customer concerns professionally, ensuring timely follow-up and a positive patient experience.
- Provide first-level technical support for office users while supporting efficient daily operations.
- Maintain accurate documentation across multiple systems to ensure continuity of care.
Patient Welcome Coordinator
OAK STREET HEALTH
Brooklyn, NY
01.2023 - 07.2023
- Deliver exceptional front-office customer service by greeting patients, scheduling appointments, and coordinating daily office operations.
- Resolve patient concerns professionally while maintaining accurate documentation and appointment records.
- Support office operations by assisting with onboarding and training new team members.
Medical Receptionist /Optical Lab Technician
TEXAS EYE CENTER
Houston, TX
11.2021 - 11.2022
- Verify insurance coverage, coordinate patient scheduling, and maintain accurate medical documentation.
- Support providers by managing patient flow and explaining procedures and appointment expectations.
- Deliver outstanding customer service while ensuring compliance with HIPAA and organizational policies.
Medical Receptionist
GENERAL VISION SEVICES
Brooklyn, NY
01.2017 - 03.2020
- Managed front desk operations in a high-volume medical office while assisting up to 60 patients daily.
- Scheduled appointments, verified insurance information, processed payments, and maintained accurate patient records.
- Built positive patient relationships by providing professional, efficient, and compassionate customer service.
Education
Bachelor of Science -
Western Governors University
Skills
- Customer Service
- Insurance Verification & Eligibility
- Claims Support
- Prior Authorization
- HIPAA Compliance
- CRM & EHR Systems
- Documentation & Record Management
- Multi-System Navigation
- Problem Solving & Conflict Resolution
- Microsoft Office (Word, Excel, Outlook, Teams)
- Time Management
- Attention to Detail
- Quality Assurance
Timeline
Radiology Scheduler
TEKSYSTEMS
07.2025 - Current
Member Care Advocate
CONCENTRIX
04.2025 - 06.2025
Patient Access Coordinator/IT Technical Support Specialist
ENVERA HEALTH
07.2023 - 09.2024
Patient Welcome Coordinator
OAK STREET HEALTH
01.2023 - 07.2023
Medical Receptionist /Optical Lab Technician
TEXAS EYE CENTER
11.2021 - 11.2022
Medical Receptionist
GENERAL VISION SEVICES
01.2017 - 03.2020
Bachelor of Science -
Western Governors University
LICENSE
- Texas All-Lines Insurance Adjuster License (Active)